The Customer Relationship Excellent (CRE)
Awards has recognized many industry leaders and
professionals for their customer centric service innovation.
The participants have come from more international cities and
business sectors in both corporate and individual categories,
all demonstrating their business successes, best practices and
leadership on CRE.

In 2017, APCSC celebrated her 19th
anniversary in promoting customer relationship excellence in
the Asia Pacific region, APCSC is very proud to witness how CRE
Awards winners continue to bring new service levels, quality
standards and benchmarks to shape the future directions of
business practices in making Asia Pacific a better place to live
and do business!

The Customer Service Quality Standard
(CSQS) is the fundamental model for CRE Awards judging
criteria, the participants have learned greatly from the best
practices and world class standards to better prepare for the
CRE Awards assessment and benchmarking process. The CSQS is
instrumental in improving customer oriented corporate governance
and balanced scorecard managing stakeholders of the award
participants and further recognizing the CRE Awards winners.
It is highly recommended that all CRE Awards participating
companies attend the Certified Analyst and Auditor (CCSA) global
certification program and implement the CSQS to meet and exceed
the CRE Awards assessment criteria.

Through the prestigious CRE Awards,
Asia Pacific business leaders are able to share experiences and
learn from one another amongst the World-Class CRE leaders and
achieve the goal of market leadership and gain international
recognitions.

On behalf of the Asia Pacific Customer
Service Consortium, I wish you business success and Customer
Relationship Excellence!

Employee Engagement
Program of the Year 2016 (Insurance)
Best Customer Experience Management of the Year 2016 (Insurance –
South Asia)
Contact Center of the Year 2016 (Insurance – Under 200 Seats)
Customer Service Center of the Year 2016 (Insurance)

Manulife
(Cambodia) PLC

Corporate Social Responsibility Leadership of the Year 2016
(Insurance – ASEAN)
Customer Engagement Program of the Year 2016 (Insurance)

DHL Express
Singapore

Engagement Program
of the Year 2016 (Logistics – South Asia)
Global Support Services of the Year 2016 (Logistics – South
Asia)
Contact Center of the Year 2016 (Logistics – Under 100 Seats)
Customer Satisfaction Quality System of the Year 2016 (Logistics
– ASEAN)
Customer Loyalty Program of the Year 2016 (Logistics)
High Speed Customer Service of the Year 2016 (Logistics)
People Development Program of the Year 2016 (Logistics – South
Asia)

2016 Customer Relationship
Excellence Winner Statement:

“It is a great honor for AIA Bhd.
to receive 4 CRE Awards from Asia Pacific Customer Service
Consortium. The awards signify our commitment in driving excellent
customer experience in the market place. The achievement is not only
a recognition to a well-executed strategic plans but also an
acknowledgment to our engaged and passionate staffs and the
management team who are the backbone of our success. The awards will
inspire AIA Bhd to continue scaling to a greater heights and be at
the frontier of the industry with its innovative products and
service propositions. Thank you APCSC for giving us the opportunity
to showcase our stories and celebrate this success.”

Mr.
Troy Barnes

Chief Customer Experience Officer

AIA Bhd.

“Manulife
sets out to help people achieve their dreams and aspirations, which
is why we believe we have an important role to play in supporting
and uplifting the communities that we are in. As the first
international life insurance company to enter Cambodia, just five
years ago, we’re proud to be part of such a meaningful awards
programme. We’re honoured and humbled to have received two Awards.
The first award (Customer Engagement Programme of the Year)
represents the tireless efforts of our staff and sales force to help
build a better financial future for Cambodian families through our
world-class financial protection products and services. The second
award (Corporate Social Responsibility Leadership of the Year)
represents our continuous commitment to support the local
communities through our sponsorship and Corporate Social
Responsibility programmes, which has been running since 2012. The
awards will further encourage us to continue providing financial
security to many more Cambodian families; and to invest in the
programmes that address broader social needs.”

Mr. Robert Elliott

Chief Executive Officer
and General Manager Manulife (Cambodia) PLC

“In this age of-demand
economy, delighting customers is all about speed and convenience.
While automation and artificial intelligence is set to disrupt
customer service further, a warm, helpful person offering assistance
will become increasingly prized. Being recognized as High Speed
Customer Service of the Year, in addition to the other six awards,
is a strong affirmation of our focus in delivering top-of-class
customer relationship excellence. We will continue to improve
efficiency and effectiveness of our customer service support by
striking a good balance between use of technology and talent
development.”